SERVICE & SUPPORT

FOR CUSTOMER CARE CALL US AT 1-800-959-0153

LOUPE REFURBISHMENT

  • Detailed inspection
  • Professional, detailed cleaning
  • Hinge replacement (FLM)
  • Replacement of small parts where possible
  • Side-shield replacement
  • Retainer strap replacement
  • Carrying case cleaning
  • Evaluate loupe alignment

Contact us at 1-800-959-0153 and we will schedule your refurbishment right away!

  1. Call Customer Service to get an RMA number. You will need to write the RMA number on your package.
    • Please DO NOT return any product without first obtaining an RMA number!
  2. Disinfect your loupes.
    • To avoid a $50.00 service charge, you MUST disinfect your loupes. Refer to your user’s guide for the disinfecting procedure.
    • Print and sign this form to indicate that the loupes have been disinfected: Loupe Refurbishment Form (PDF)
  3. Repackage the product and all accessories and the printed and signed disinfection form.
    • Write the RMA number on the package in an obvious place. This ensures timely processing and tracking.
    • To avoid unexpected charges, please make sure all items are accounted for. Missing items cannot be credited.
  4. Send the package to SurgiTel, 77 Enterprise Drive, Ann Arbor, MI 48103

NOTE: The information above may not be applicable to customers outside of the United States.


REPAIRS

  1. Call SurgiTel Customer Care (800-959-0153) to obtain an RMA Number before sending the product to SurgiTel.
    • ANY PACKAGES SENT WITHOUT OBTAINING AN RMA NUMBER WILL RESULT IN SIGNIFICANT PROCESSING DELAYS (4-6 WEEKS IN SOME CASES).
    • To better understand the customer’s needs and concerns, we encourage the customer to contact us personally.
  2. Sufficiently clean and disinfect the product.
    • Customers sending products back to SurgiTel that require additional cleaning and disinfection will be charged an additional cost.
    • SurgiTel also reserves the right, at its sole discretion, to refuse to repair or replace the product if the product is deemed to be unsanitary.
  3. Package your product in a cardboard box and use a shipping service that offers both insurance and tracking to ensure the safe delivery of your product.
    • Package the product in appropriate packaging materials to prevent accidental breakage in transit.
    • SurgiTel is not responsible for packages lost in transit.
  4. INSIDE THE PACKAGE please include:
    • Your name, return address and telephone number
    • A brief description of the problem or service you are requesting
    • Additional information as requested by SurgiTel Customer Care (e.g. Through-the-Lens Telescopes Customer Care Forms)
  5. OUTSIDE THE PACKAGE the shipping label should read:
    • SurgiTel/GSC Customer Care
      RMA#:___________
      77 Enterprise Drive
      Ann Arbor, MI 48103
    • Print your SurgiTel RMA# clearly on the shipping label.

Please note for non-warranty issues there is a one-time evaluation fee*. If you choose to proceed with the repair this paid fee will be removed from your repair cost. If you choose not to proceed with the repair we may ship back to you “as-is” with an additional shipping and handling fee*. *Contact us for current costs.

We will call and email you with the repair quote with the contact information we have on file. If we do not have a response from you within four weeks of our last communication, we will ship back to you “as is,” without repair. We will charge the evaluation and shipping fee at that time.

If you have any questions, don’t hesitate to contact us at 1-800-959-0153 or support@surgitel.com !

The customer is responsible for shipping to SurgiTel. COD’s or “bill recipient” returns are not accepted. No product will be shipped without an accurate method of payment information.

ITEMS LOST OR DAMAGED IN TRANSIT ARE THE CUSTOMER’S RESPONSIBILITY; THEREFORE, SHIPPING INSURANCE IS STRONGLY RECOMMENDED.

  • For returns, repairs, or exchanges made under warranty or the risk-free trial, the customer is responsible for the shipping costs associated with sending the product to SurgiTel.
  • Returned items will be subject to a $25 restocking fee.
  • Shipping & Handling charges are not refunded on returns.

NOTE: The information above may not be applicable to customers outside of the United States.


REPLACEMENT PARTS

Please email customer care at support@surgitel.com with your contact information along with the product name, the name of the part, and a photo of the part needed. 


Return Materials Authorization

We are sorry to hear you are having issues with your SurgiTel product. In order to quickly process sending your product to SurgiTel, please provide the following critical information:

Note: As an ISO Certified and FDA Registered company we are required to collect reasons for product remake or returns to improve our products and services. Please help us by providing detailed information including any suggestions for improvement. We periodically reward the best suggestions with free gifts!

If you have any photos related to your issue, please send them to info@sugitel.com with your full name and contact information.

The submission date of this form counts as the effective date for return.





    WARRANTY

    Limited Lifetime Warranty Against Manufacturer’s Defect – Loupes (Applicability dependent upon product evaluation)

    SurgiTel / GSC (the “Company”) guarantees that the Product will be free from defects in material, construction, and design for the lifetime of the Product.

    Who May Use This Warranty?

    The Company extends this limited lifetime warranty to the original purchaser of the Product as identified in the Company’s records. This warranty does not extend to, and it is not transferrable to, any subsequent users or purchasers of the Product.

    What Does This Warranty Cover?

    This warranty guarantees that the Product will be free from defects in material, construction, and design. Including but not limited to the following: optical seals, hinge breakage, bond of telescopes to “Carrier Lenses”, “Carrier Lenses” breakage, collimation, and frames.

    Notwithstanding the foregoing, all frames contain parts that are considered replaceable maintenance parts and are excluded from this warranty. These items include, but are not limited to, nose pads, ear socks, light adaptors, and auxiliary items such as retainer straps and side shields.

    If the Company determines that the Product (or its parts) are defective and covered under this warranty, the Company will, in its sole discretion, either (i) have the defective Product or part(s) repaired by the Company or its authorized representative, or (ii) replace the defective Product or part(s) with a new or refurbished Product or part(s).

    What is Not Covered by This Warranty?

    This warranty does not cover any damage, breakage, or failure due to (i) mistreatment, (ii) misuse, (iii) neglect, (iv) tampering, (v) shipping, (vi) failure to follow the Product user manuals, maintenance instructions, or warnings, (vii) modifications or repairs performed by the purchaser or a third party without the Company’s prior written consent, (vii) normal wear and tear, and/or (viii) external causes such as accidents, abuse, or other actions or events beyond the Company’s reasonable control. Repairs after products’ useful lifetimes are primarily considered due to wear and tear.

    HOW CAN THE PURCHASER OBTAIN WARRANTY SERVICE?

    For initiation of a warranty claim in the USA please contact:
    SurgiTel/GSC
    77 Enterprise Drive
    Ann Arbor MI 48103

    P 800-959-0153

    support@surgitel.com

    Manufacturer’s Warranty Against Defect – Lights

    Who May Use This Warranty?

    The Company extends this warranty to the original purchaser of the Product as identified in the Company’s records. This warranty does not extend to, and it is not transferrable to, any subsequent users or purchasers of the Product.

    What Does This Warranty Cover?

    Headlights / Battery Housing & Electronics / Cable (non-battery items) are warranted against manufacturer’s defect for two years.

    Defective units will be repaired or replaced by the Company or its authorized representative. The Company has the sole and final decision in determining if a unit is defective or not and whether the unit will be repaired or replaced with similar equipment.

    Batteries are an expendable part and are not considered defective by exhibiting diminished capacity. This is an expected function of the battery cell. However, batteries are expected to perform to a level associated with an average usage cycle. Thus, batteries are guaranteed by warranty during the first year of use to meet or exceed expected performance for average use. Batteries which do not perform as expected may be replaced.

    What is Not Covered by This Warranty?

    This warranty does not cover any damage, breakage, or failure due to (i) mistreatment, (ii) misuse, (iii) neglect, (iv) tampering, (v) shipping, (vi) failure to follow the Product user manuals, maintenance instructions, or warnings, (vii) modifications or repairs performed by the purchaser or a third party without the Company’s prior written consent, (vii) normal wear and tear, and/or (viii) external causes such as accidents, abuse, or other actions or events beyond the Company’s reasonable control.

    For initiation of a warranty claim in the USA please contact:
    SurgiTel/GSC
    77 Enterprise Drive
    Ann Arbor MI 48103

    P 800-959-0153

    support@surgitel.com

    Not Covered: 

    • Repair or attempted repair of products by non-SurgiTel staff, including supergluing product parts together. (There may be a seperate repair charge for seperating glued together parts)
    • Deterioration or failure due to misuse or improperly following instructions and/or warnings found in the user’s manual
    • Accidents/conditions of use considered abusive by GSC, including nicks and scratches on optical surfaces
    • Product made to incorrect specifications as supplied by the customer (e.g., eye prescription, interpupilary distance, working distance, other specs)
    • Any attempt to repair lights or light power sources other than with SurgiTel will void the warranty
    • Repair or replacement of items after their known life
    • Normal wear and tear of the product
    • The use of non-recommended cleaning products will void the warranty. Check Manuals and Instructions for the current recommended cleaning procedure.

    Other details: 

    • SurgiTel accepts no responsibility for items claimed to be missing more than 3 days after receipt
    • Warranty is only valid with proof of purchase from an authorized SurgiTel dealer

    Note: Before sending the product back to SurgiTel, see the Repair Section (above). An evaluation fee will be issued for non-warranty issues.

    • SurgiTel warranties its products from defects in material and workmanship through limited repair and/or the replacement of defective parts.
    • At its sole discretion, SurgiTel will either repair or replace the product or repair or replace the necessary parts found to be defective.
    • Prompt inspection and reporting of missing or damaged product(s) should be reported to the shipping carrier and SurgiTel within 3 days of receipt.
    • SurgiTel accepts no responsibility for items claimed to be missing more than 3 days after receipt.
    • Warranty is only valid with proof of purchase from an Authorized SurgiTel Dealer.
    • For purchases outside the US, please contact your local distributor for warranty information.
    • SurgiTel offers a conditional trial period from the date of receipt by the customer.
    • Trial Period by Product: Telescopes 45 days, Headlights 45 days, Chairs 30 days, Curing Lights 30 days, SurgiCams 14 days
    • The trial period allows for one exchange or one full refund of the product only (less applicable shipping & handling, restocking charges).
    • The trial period does not extend past the originally purchased product (i.e. the customer will not get another trial period on the exchanged product).
    • The customer must contact SurgiTel Customer Care (800-959-0153) within the trial period of the conditional trial; do not contact a sales representative.
    • Products returned during the trial period must be in original condition including all product accessories, all product components and manuals.
    • Eyeglass prescriptions are non-refundable.
    • If the returned item is missing or has been damaged or altered, the full charge for the product may be assessed to the customer at the sole discretion of SurgiTel/GSC.

    Trial Program Details

    Trials periods begin after the purchase of applicable SurgiTel products. All trials are on purchased products only. SurgiTel offers this flexible risk-free trial period from the date of receipt by the customer. Trial Period by Product: Telescopes 45 days, Headlights 45 days, Chairs 30 days, Curing Lights 30 days, SurgiCams 14 days The trial period allows for one free exchange or one full refund of the product only (less applicable shipping & handling, restocking charges). The trial period does not extend past the originally purchased product (i.e. the customer will not get another trial period on the exchanged product). The customer must contact SurgiTel Customer Care (800-959-0153) within the trial period of the risk-free trial; do not contact a sales representative. Products returned during the trial period must be in original condition including all product accessories, all product components and manuals. If the returned item is missing or has been damaged or altered, the full charge for the product may be assessed to the customer at the sole discretion of SurgiTel/GSC.

    NOTE: The information above may not be applicable to customers outside of the United States.

    LET’S CONNECT!

    POSTURE-SAFE LOUPES


    Our patented technologies optimize both optical performance and your posture. Work all day in comfort without neck pain!

    EYE-SAFE LED LIGHTS


    See clearly and comfortably with our patented, achromatic beam technology. Avoid hazardous blue light exposure with our Eye-Safe LED Headlights!

    COMPANION PRODUCTS


    Loupe Mounted Video Camera, Ergonomic Seating, Laser and X-Ray Filters. Click here to learn more!

    TESTIMONIALS


    Don't just take our word for it — see what our customers are saying!

    POSTURE-SAFE LOUPES


    Our patented technologies optimize both optical performance and your posture. Work all day in comfort without neck pain!

    EYE-SAFE LED LIGHTS


    See clearly and comfortably with our patented, achromatic beam technology. Avoid hazardous blue light exposure with our Eye-Safe LED Headlights!

    COMPANION PRODUCTS


    Loupe Mounted Video Camera, Ergonomic Seating, Laser and X-Ray Filters. Click here to learn more!

    TESTIMONIALS


    Don't just take our word for it — see what our customers are saying!

    POSTURE-SAFE LOUPES


    Our patented technologies optimize both optical performance and your posture. Work all day in comfort without neck pain!

    EYE-SAFE LED LIGHTS


    See clearly and comfortably with our patented, achromatic beam technology. Avoid hazardous blue light exposure with our Eye-Safe LED Headlights!

    COMPANION PRODUCTS


    Loupe Mounted Video Camera, Ergonomic Seating, Laser and X-Ray Filters. Click here to learn more!

    TESTIMONIALS


    Don't just take our word for it — see what our customers are saying!
    FREE EVALUATION